HelpFix a problemA visitor says they didn't get notified

A visitor says they didn't get notified

WhatsApp and email are best-effort nudges — helpful, but not guaranteed. The channel that never fails is the free tracking link every visitor gets. Here's how to find out why a message didn't land.

Owner & manager Where: Messaging → Settings → Did it arrive? (WhatsApp); Email → Delivery 3 min read

Quick answer. No one is ever left in the dark — every visitor has a free tracking link and the lobby TV. If a WhatsApp or email nudge didn't arrive, it's usually the line's message switch being off, no phone or email captured, or a best-effort delivery that didn't get through. The Did it arrive? send log tells you which.

First, the reassurance

turnda has three channels — the free tracking link and the lobby TV, which never fail, plus WhatsApp and email as best-effort extras on top. WhatsApp sends exactly two fixed messages to a visitor who turned it on: one when they join and one when it is almost their turn. A missed WhatsApp doesn't mean a visitor was stranded. Text messages are closed in every country for now, so no visitor is sent a text.

Then check these

Cause	How to tell	What to do
The channel is off for this line	In Line settings → Messages & timing, Visitor updates on this line has to be on for WhatsApp to send, and Use email on this line for email.	Turn the channel on for this line.
No contact was captured	A nudge needs a phone number for WhatsApp, or an email address — taken from the visitor's own details. If your join page doesn't ask for it, or the visitor skipped it, there's nothing to send to.	The visitor still gets the tracking link. Ask your join page to collect the detail if you want the nudge to work.
The detail is wrong	A mistyped phone number or email address can't receive anything. Open the visitor's Contact & messages window (on the Queue, or on the appointment's row on Appointments): it lists every message sent to them with its status — Bounced or Failed points at a wrong address.	Press Change contact, fix it and tick They asked me to change this, press Save new contact, then press Re-send under Send it again. For a walk-in that sends their tracking link again; for an appointment, its latest confirmation, reminder or change notice. There is a limit on re-sends per person each hour, and the window shows how many are left. The old address stays in the Activity log.
The visitor opted out	A visitor who replied STOP shows as Opted out in the log. turnda sends nothing more, on purpose, and does not reply. Only the visitor's own new Get WhatsApp updates message turns messages back on; a bare JOIN from anyone does not.	Nothing to do — this is by design.
WhatsApp specifics	WhatsApp can fail to send when the free 24-hour chat window has closed or when the visitor has no WhatsApp account. Email stops when the business has used its monthly email allowance (see The email allowance). Nothing goes out in its place, except that an “almost your turn” message WhatsApp refuses is sent by email if the visitor left one (never after STOP). If nothing reached them, the visitor shows as Not told — call them on the Queue.	Call their name — they still have the tracking link and the lobby TV. See WhatsApp messages.
Not the right moment yet	The "you're almost up" alert fires at a set position, and reminders at a set lead time — the message may simply not be due yet.	Wait, or check the position/timing settings.

Read the send log

Did it arrive? on the Messaging page (on the Settings tab), and Recent emails on the Email page (Delivery tab), are the source of truth. They show recent messages with when, the type, and the result; the Email page's Usage tab shows this month's count of Sent, Failed and Skipped, and the Messaging page shows the 7-day count.

If a message gave up after retrying, it tells you how many so you can reach those people another way.
No visitor contact details are shown on this page — it's privacy-safe.
See Did it arrive?.

Log shows Sent, but the visitor insists nothing came? That's almost always on their side — a spam folder, or a blocked business number. Point them to their tracking link, and contact support if you're still stuck.